Watchdog asks government to reconsider franchise
London TravelWatch, the watchdog for transport users for in and around London, today agreed to write to the Government asking them to consider whether the First Great Western (FGW) franchise should be terminated.
London TravelWatch held a
public meeting today which was addressed by Alison Forster, Managing Director, FGW and Robbie Burns, the relevant route director for Network Rail.
Brian Cooke, Chairman, London TravelWatch, said: "The most recent peak time performance of FGW trains in the London and the Thames Valley section shows that the percentage arriving on time has fallen to just 68.4% and the average over the last year was 75.6%. This is against First Great Western's London and Thames Valley target of 92%. FGW also significantly exceeds the target for carrying passengers in excess of capacity (the rail industry's measure of overcrowding). This is simply not good enough."
The London TravelWatch board heard that, in the most recent National Passenger Survey, satisfaction with the service from FGW passengers in London and the Thames Valley, had dropped to only 53% - from 66% a year ago, against an average satisfaction rating in London and the south east of 77%.
Brian Cooke continued: "Passengers have been telling us just how bad FGW's recent performance has been, and that the standards of customer care and information given to passengers have been appalling. This franchise is only 15 months old, but First was running the service before that, so there is no excuse for the abysmal service FGW are giving their passengers. Since before the franchise began, we have had numerous meetings with FGW and FirstGroup, but the situation has just got worse, and there is no sign of stabilising the decline.
"We believe now is possibly the time for the government to consider firm action on the future of the franchise, or the decline will continue. We believe they should examine all areas of the franchise agreement and look at potential breaches."
For more information, please contact Jo deBank in the London TravelWatch press office on 020 7726 9953 or 07734 055494.
The voice of London's transport users
26 June 2007